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Aptela Knowledge Base » User and Department Management » User Management » How to Edit an E911 Address

How to Edit an E911 Address

As an account administrator, you are required to keep your Aptela account updated with an accurate E911 address. Additionally, you are responsible for accurately indicating each user’s location where Aptela services are used and where emergency services should be dispatched.  

To help ensure a successful E911 address registration:
- DO enter the correct address (i.e., spelling, suffix, suite or apartment number, city, state zip)
- DO NOT enter a P.O. box or an address located outside of the continental U.S.

An accurate E911 address is very important. Without one, emergency responses can be delayed or prevented. For example, if a call to 911 is disconnected prior to disclosing the physical location, emergency personnel will have no way to contact the user or determine his or her identity or location. The caller would have to redial 911 for emergency assistance.


Step 1: Edit & Validate an Existing Address
1.  Log into the Aptela account as the Operator
2.  Choose Settings from the Navigation Bar
3.  Scroll down to E911 (under Account Settings section)
4.  Choose the Edit icon (located directly under the existing address)
5.  Update the entry with the address and 'Label' name where the phones are physically located
6.  Upon completion, click on Save
7.  Wait 15 - 30 seconds then click the Refresh icon (located to the upper right, above the address entry).  This should register all valid addresses.
8.   After refreshing the entry, one of three indicators will appear:
a. A green check mark indicates your entry successfully registered.  No further action is required.
b. A red “X” mark  indicates your entry was not registered.  If your address does not register, please review the following:
-  Confirm that the address is correct (i.e., spelling, suffix, suite or apartment number, city, state zip)
-  Confirm that the address is not a P.O. box OR an address located outside of the continental U.S.
If the address entered is the correct physical location, you will need to provide Aptela with a copy of a bill (utility, trash, etc.) so that we can validate this address.   This documentation must be faxed to 571-643-0213, using the attached fax cover sheet.  
c.  A caution sign indicates your entry is processing.  To allow time for your entry to process, wait 15 – 30 seconds then click the Refresh icon.  If after 30 seconds the green check mark indicator does not appear, no immediate action is required.  Aptela will attempt to register the address within 1-3 business days. If your address has not been registered in 3 business days, please contact Aptela.


Step 2: Associate Users to a Service Address (if multiple addresses were entered)
All users will automatically be assigned to the “Default” address. If you have entered multiple addresses, each user must be manually associated with the proper alternate address.

1.  Log into the Aptela account either as the User or as the Operator
  • Users:
    • Select Settings from the Navigation Bar
    • Click on the My Account tab
  • Account Operators:
    • Select People from the Navigation Bar
    • Click on the name of the User you wish to make changes to
2.  Scroll down to E911 section
3.  From the pick list, choose the address that should be associated with each user
4.  Scroll down to the bottom and click on Save
Note: If an address is missing, you’ll need add it.  For instructions to add an E911 Address, refer to How Do I Add an E911 Address.

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